Unresolved Membership Cancellation & Incorrect Billing

To Whom It May Concern,

In the first week of February 2026, I called Virgin Active to cancel my membership as my contract was nearing its end. I was assisted by a Guy as consultant. I explained that I wanted to cancel due to ongoing issues with my Vitality account. He advised that he would first contact Vitality to investigate before processing my cancellation and promised to give me feedback. However, he never got back to me.

I called again at a later date and was assisted by a consultant named Elisha, if I recall correctly. She informed me that my issue required me to visit my nearest Virgin Active branch for assistance.

I am currently being billed for the past 4 months. I do not understand these charges, as my contract ended in February 2026. I was also never informed that my membership would continue on a month-to-month basis, nor did I sign any agreement for this.

I called again two weeks ago and was told by another consultant that the issue would be escalated and I would receive feedback. To date, I have not received any feedback, but the outstanding amount continues to increase.

Please urgently investigate this matter, confirm that my membership was cancelled as requested in February 2026, and reverse all charges billed after that date. I would appreciate a written response and confirmation that this has been resolved.